RingEX: Phone, SMS, & Fax

Hi, I've noticed this twice now that I will be looking for an old text, and it will be gone, and so will every text from a certain date and back. Are they going into an archive somewhere? Is there a way to make this stop? Its vital to have records of conversations via text as most of our communication is done via text, and when they disappear without notice, its incredibly disruptive. Can anyone help? :)

One of our agents is not appearing as available in any of her call queues. She has her availability set correctly and has set herself as able to take queue calls, but none of the queues she is a member off show her as available

We have set up a call queue for our office with our main company number. We've made a custom voicemail for that queue, however when you call that number and it goes to voicemail, the default voicemail still plays. How can I fix this? We have another queue for an office with a separate phone number and that one works perfect.

I am the receptionist for our company using a Yealink phone in conjunction with the RC desktop app. We have always used warm transfers. A call comes in on the general line asking for User 1. I hit the transfer key and then User 1's extension. I can hear it ring. If User 1 does not pick up and the voicemail begins, I end the transfer and speak to the caller. I alert the caller to the fact that I will transfer them to voicemail (since they have the option to speak to another rep). Here is the problem: When I begin the second transfer by hitting the transfer hot key, the caller is immediately transferred into what seems to be dead space or they are transferred to User 1's voicemail without the announcement resulting in a long voicemail with just background noise or conversation. Is this a setting issue or user error? Thank you!

Is there anyway to see who deleted a voicemail from a queue? We have queues set up for our departments and multiple staff work their departments voicemails as a group. Our number one compliant from customers is they have left multiple messages with no call back. I can see they did indeed leave messages, but I have no way of seeing who went in and deleted the voicemail. I cannot hold staff accountable if I cannot prove this.

We would like to setup call queues. These queues should always ring a group of desk phones.The agents rotate shifts and only want their mobile app to ring when they are on-shift.What would be the best way to set this up?

While RingCentral Desktop shows I successfully MERGED two calls to do a conference call, the 1st person I called before I added the 2nd person isn't on the conference call after I merged the two calls.

Hello Everyone,I'm using the RingCentral desktop app for calling. But in my organisation, some users are facing call breakage issues when they are calling. So, can anyone help resolve this issue...?

Hi, I am trying to scan and fax from MFP document feeder using RingCentral desktop app. However, the app scans from flatbed glass and hence, it expects one sheet of paper to be scanned and faxed rather than multiple pages from the document feeder. I would appreciate any suggestions on addressing this issue. ThanksAlpesh

why cant i receive more than 2 calls on a yealink desk phone?

I was reviewing some of the programming that RingCentral installers implemented during our installation a few years ago and was hoping someone could answer a question.The programming is such that calls ring on a ring group if the call goes unanswered the call is forwarded to a call queue which immediately forwards to a different ring group. What is the benefit of forwarding to a call queue if you are immediately forwarding the call back to a ring group? Why not send the call from one ring group to another?Any information would be appreciated.Thank you

Some of my users are experiencing SMS deliverability issues to some carriers (T-Mobile, for example). Other messages are going through (to ATT and Verizon, for example). The error message is: "Message not sent."We've completed and been approved for our 10DCL and Campaign registration. Anyone experiencing something similar? Trying to figure out if this is a RingCentral issue or something specific to our account - The issue started Monday afternoon & support still hasn't been able to give me any answers.

We have been told by RingCentral several times that our call queue is complex. Is there anyone with RingCentral that can take a look at the backend to make sure we have everything set up correctly? We seem to be missing calls and VM's, and nobody's phone rings. We also have a landline phone that we have yet to have someone help us connect to the system. Any insight on how to get a rep to work with your account?

We are looking at removing hardware as most people don't have use for physical phones anymore as we moved away from the office. We have a box of almost brand new devices which were removed from our office when downsizing and moving to hybrid work environments. Is there anything special we need to do to remove these devices from our account? Can other people make use of them or will they be tided to RingCentral? I know we bought all the equipment when we started our RC plan. It seems there doesn't seem to be a lot of information on this online. Thanks-bryan

Does anyone have the settings needed to configure Call Presence/BLF on Yealink phones? I have T46S and T42S phones and they support SIP presence/BLF but RingCentral will not give me the settings to manually configure the feature. They will only enable it on their pre-provisioned phones. This is an important feature for us, and a standard SIP feature from my understanding, so I'd really like to get this solved.

We have Yealink Ultra-elegant gigabit IP phone SIP-T48U. Incoming calls show as our office tel number on top and below it is the incoming tel number. I need it to show the name of the caller. How do I do that?TIA

Has anyone else seen a warning indicator for a Duplicate IP on their Polycom phone? I've cleared the warning indicator a few times but it does not fix the underlying issue.

I'm replacing a failing SPA122 with a new SPA192. I have the new ATA in hand. How do I install it?

Have a number goes straight to VM. have turned off voice mail. We see the call as missed. Admin portal shows user as "offline" however user is logged in. calls appear on desktop app as missed. Test works , forwarding the number works. just wont ring desktop app. have checked all schedule and vm settings... Thank you

The constant ringing occurs with these conditions:RingCentral Desktop app version 22.3.10 or higher'Headset controls' turned onPlantronics Hub installed and using a Plantronics headset.The RC app continues to ring if I don't pick up an incoming call or I'm on an existing call and I don't pick up. The ringing will not stop unless I turn off 'Headset controls'. This all began with RingCentral Desktop app version 22.3.10 (around 8/1/22) and support hasn't found a fix as of this writing, 9/13/22.This is affecting multiple users with two different Plantronics headsets models (Savi 8220 and Savi W710). Jabra users are not affected.RingCentral_MfP23jWvib.pngIs anyone else having this issue?

Hey All,I was wondering if anyone else has run into this issue. Multiple users have experienced being in the middle of a call and then suddenly OUR hold music starts playing. It doesn't seem like anything can be done other than hang up and call the person back. They have tried to wait it out, park the call and pick it back up, and toggle the hold option. I'm not entirely sure what the caller experiences, because my users have not asked yet. I believe it has only occurred on inbound calls, if that helps at all.I have checked the call analytics for the specific calls, and RingCentral states that the calls were in good quality.Thanks!Jon

Hello. Our typical set up for our users is laptop, docking station, USB web cam and USB headset. USB headset and web cam connected to dock. Our folks work in the office and at home, so they and their laptops come and go.RC will randomly switch the mic to the USB web cam from the USB headset. Users have over and over set the USB headset to be the mic. Even if users check their Mic at the beginning of the day, the mic randomly gets changed to the USB Web Cam. They don't know this until they are on a call and the caller says something like "you sound like you are on a speakerphone" or the like. Rather frustrating. Some users have resorted to using the RC app on their personal mobile phone. That should not be the solution. :(We need web cams for MS Teams. Teams has no problems remembering to use the USB headset as the mic (vs. the web cam mic).I've tried to counter this by disabling all mics but it but for the USB headset. Still happens...though not sure.Anyone else have

Can anyone share examples of successful TCR campaign registrations for passive SMS use? Like many of the posters here, my organization only uses SMS to reply when someone (typically a stakeholder or employee) texts us. For example, our RingCentral numbers are in our email signatures, so our primary use case is someone texting to say they're running late for a meeting. They aren't posted anywhere else (only our main number is on our website, and we're not looking to use that number for any form of SMS), and I'm at a complete loss for how to document an opt-in for something like this. If someone can share the specific steps they used to get a similar campaign approved, I suspect many of the users here would appreciate it!

We are a Non-Profit organization, using SMS for Informational purposes (employee to customer two-way communications through RingCentral's SMS app). I wanted to confirm that each employee initiated communication must include "STOP" verbiage? Also, via this link (https://www.ringcentral.com/legal/sms-mms-content-policies.html), it indicates we must log and track consent. I've seen multiple posts as well as statements in the 3/8 TCR Video Q&A that indicate we do not have to log/track consent if we fall into Information use. Can you explain why the difference and how do we distinguish which we should use? Published/Documented evidence would be appreciated.

What is the difference between Enhanced Business SMS vs High Volume SMS Beta? I want to be able to send mass promotional text once/ month to my customers. What should I use?/ Do both require campaigns or messages to be approved by TCR? I did a test campaign a month ago and it still has not been approved. Seems like it defeats the purpose of sending a text if you have to wait over 1 month to see if you can send. Pls advise thank you!